Customer Support – Voice, Healthcare

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and respond to both incoming and outgoing calls from prospective clients, current clients, family members, caregivers, referral partners, and healthcare professionals in a professional, empathetic, and prompt manner.

• Offer precise information regarding home health care services, care options, eligibility, scheduling, and available support programs while addressing inquiries and concerns with compassion and professionalism.

• Organize and schedule client assessments, caregiver visits, follow-up appointments, and service modifications while maintaining precise calendar and scheduling records.

• Record all client interactions, inquiries, service requests, and updates within CRM, scheduling, and care management systems, ensuring thorough and accurate documentation.

• Aid in client onboarding by gathering necessary information, verifying documentation, obtaining required forms, and facilitating a seamless transition into services.

• Communicate effectively with caregivers, care coordinators, nurses, and management teams to convey important client updates, service modifications, and urgent issues.

• Follow up with clients and family members to assess satisfaction, tackle service-related concerns, resolve issues, and escalate complex matters as needed.

• Contribute to the organization's mission of enhancing the quality of life for older adults by providing compassionate customer service that embodies a holistic approach to managing chronic illness and disease.

⛳️ Requirements

• At least 2 years of experience in Customer Support, Call Center, Patient Services, or Client Care within Home Health Care, Senior Care, Healthcare, Hospice, Assisted Living, or similar healthcare settings.

• Exceptional verbal communication skills with a clear, professional phone demeanor and the capability to communicate empathetically with older adults and their families.

• Proven experience in scheduling appointments, coordinating services, managing high call volumes, and maintaining accurate client records utilizing CRM or healthcare management systems.

• Strong organizational, problem-solving, and multitasking skills with outstanding attention to detail and the ability to manage sensitive and confidential information.

• Proficient in Microsoft Office, Google Workspace, CRM platforms, and healthcare scheduling software, with the ability to work independently in a fast-paced environment.

• Experience in supporting older adults with chronic conditions and an understanding of the challenges faced by family caregivers.

• Knowledge of HIPAA compliance and healthcare privacy standards.

• Experience working remotely or in a virtual customer support setting.

• Bilingual abilities are a plus but not mandatory.

🏝️ Benefits

• Competitive salary

• Opportunity to shape the HR function of a rapidly growing BPO.

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past.

• Career growth and development opportunities.